Why data is the lynchpin between the client and customer experience

Some work in organisations that deal solely with businesses – whether that is start-ups, SMEs or corporate and enterprise-sized businesses. The world of clients has the challenge of diverse relationships per account, complex business structures or multiple sites – B2B is a complex environment in which to deliver strong reactive and proactive service.  On the other hand,… Continue reading Why data is the lynchpin between the client and customer experience

How to tell your customer experience story

I’ve been working on building out a 4-year vision on what our customers should expect from us – notice that I didn’t say what we will deliver to our customer, or what products our customers can buy from us.  The most engaging customer experiences are built around the customer’s perspective, and writing it as a… Continue reading How to tell your customer experience story

5 CX considerations when selecting a new supplier

For those of us in service delivery, we’ll often be used to supporting our sales colleagues when they are working on RFIs & RFPs.  Creating costing models, service descriptions, defining KPIs & SLAs and even showcasing our service teams to impress a prospective client.  But sometimes the boot is on the other foot.  Whether it’s… Continue reading 5 CX considerations when selecting a new supplier

3 barriers to amplifying cross-functional co-operation

Early on in my career, in particular, when I was first appointed a line manager, I was always keen to minimise the involvement of other people in any projects I ran.  My naive logic went along the lines of the less people involved, the less unexpected inputs to handle; and the more likely I was… Continue reading 3 barriers to amplifying cross-functional co-operation

So you’ve created a customer success team – now what?

If you are in the business of keeping customers, in particular, if you’re a SaaS business, you’ve probably got a customer success team.  There are some cracking blogs and guides out there – check out articles from Jeanne Bliss for inspiration, Gainsight for the system, Blue Nose for insight and For Entrepreneurs for meaningful metrics.  In fact, there’s a HUGE… Continue reading So you’ve created a customer success team – now what?

Business Basics: Differences in B2C and B2B SaaS Service Delivery

I’ve recently had a couple of conversations on the key differences in servicing SaaS customers (clients) in B2B environments, versus customers in B2C environments, and what to consider when moving from B2B to B2C.  So many similarities, and yet a few notable differences.  In this post, I thought it would be interesting to go right back to basics… Continue reading Business Basics: Differences in B2C and B2B SaaS Service Delivery